Rashmi Kulal

• Created service now dashboards and customized tiles for monitoring high priority tickets.
• Coordinated problem management workflows, ensuring timely resolution of PRs.
• Identify and implement initiatives to enhance system reliability and reduce incidents, driving service improvements.
• Documented changes and managed approvals in the change management process.
• Supervise and coordinate a small offshore team, ensuring timely and effective issue resolution and support delivery.
• Collaborated with stakeholders to meet service level agreements (SLAs).
• Developed knowledge articles and updated these on time to time based on recent changes to process.
• Keeping up to date with the latest technological trends and advising on potential improvements.

Jan 2019— Dec 2020(ULTA Salon/Store POS Support

• Testing Tool Used: Cherwell, Sumo logic, Damware, Dynatrace
• Overview: ULTA has some billing sections in every store. These billing sections are called POS. The POS team supports all the applications in POS like monitor, keyboard, cashdrawer, scanner, printer, VeriFone seen in each POS section.

Jan 2021 to May 2022 (Nike Support L3 team)

• Testing tool Used: CSR tool, SAP, Agent Control panel
• Overview: Worked Under Order Exception team and Digital Order Management Systems team. Once the order is captured till the order is fulfilled (cancelled/shipped) what happens between these stages will be taken care of by the OE and DOMS team.

Reconciliation activities to check the status of the orders and send them to the warehouse team.

May 2016- Dec 2018(Client MetLife Insurance US):

Automated application checkouts

• Testing Tool Used: UFT, Quality Center.
• Overview: Automated Checkout Scripts are run to check and confirm application availability prior to starting of the Business Day

Received Dot Net Training from Mysore office